Erica Peters

Erica Peters is an experienced HR professional, currently serving as the Global Head of Customer Experience and Advisory at HSBC since 2000, where responsibilities include driving HR customer service transformation through the implementation of ServiceNow technology. Previously, as the Global Head of HR Customer Contact, Erica led a successful 30-month transformation program to globalize HR contact center services for over 280,000 employees. Other key roles at HSBC included the UK Head of Advisory Services and Head of UK HR Shared Services, overseeing various HR functions, cost-effective delivery, and strategic employee relations initiatives. Before joining HSBC, Erica held multiple HR managerial positions at Marks and Spencer, where notable achievements included managing significant salary budgets, implementing effective recruitment strategies, and enhancing employee development programs.